Gladly named to Constellation’s 2025 Digital Customer Service and Support ShortList™

We're excited to share that Gladly has been recognized on the 2025 Constellation ShortList™ for Digital Customer Service and Support — a distinction awarded to just 12 platforms. This recognition reinforces our people-first approach to customer service and highlights our role in shaping the future of AI-powered customer support.

Why Constellation’s ShortList matters

Constellation Research is a leading advisory firm that helps organizations navigate digital transformation. Their ShortList evaluations spotlight the most forward-thinking solutions across 130+ technology categories, guiding businesses toward platforms that drive real-world impact.

What makes their selection process stand out? Unlike traditional analyst firms, Constellation’s team includes former CMOs, service desk leaders, and contact center managers — practitioners who understand firsthand what it takes to deliver exceptional customer experiences.

Why Gladly stands out

Customer service is evolving beyond transactional support. Today’s platforms must act as intelligent, AI-powered hubs that not only resolve issues but also enhance customer relationships and fuel business growth.

Gladly was recognized for:

• A ticket-free platform that treats customers like people, not case numbers

• Conversational and generative AI that enhances both self-service and agent efficiency

• Communication management across multiple digital channels, including voice, SMS, and email.

• Smart routing and automation to ensure customers get the right help, faster

• Seamless integrations with commerce and workforce management solutions

Selection process & criteria

Constellation's evaluation of solutions is based on a rigorous selection process that includes:

• Client inquiries and feedback

• Partner conversations

• Customer references

• Vendor selection projects

• Market share analysis

• Internal research

Their assessment focused on solutions that are reshaping customer service. Key criteria included:

• Comprehensive communication management across digital channels

• Advanced ticketing and smart routing capabilities

• Self-service support and content delivery

• AI-powered tools for agent guidance and customer engagement

• Analytics and reporting for customer interactions

• Collaboration tools for cross-functional teams

• Workflow automation for enhanced efficiency

• Integration with core business systems

• Knowledge management capabilities that extend beyond basic FAQ libraries

• Generative AI features for content creation and personalization

Gladly’s selection shines a spotlight on our commitment to customer-centric innovation and our ability to help brands move beyond outdated, ticket-based systems.

What this means for our customers

Being named to Constellation's ShortList validates our approach to combining innovative technology with human-centered service delivery. For our customers, this means they're partnering with a recognized leader in:

• Next-generation customer experience delivery

• AI-powered service optimization

• Comprehensive digital engagement capabilities

• Future-ready platform development

Learn more

We're proud to be recognized among the industry's most innovative solutions providers, and we're committed to continuing our mission of making service more personal, efficient, and human.

Ready to see why Gladly was selected for the Constellation ShortList? Schedule a demo today and discover how we're transforming customer service for leading brands.

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